July 19, 2017

Satmetrix 2017 rankings: Consumers prefer Kaiser Permanente


Kaiser Permanente received the highest customer loyalty ranking in the health plan category based on the Satmetrix® 2017 Net Promoter® industry rankings, the company announced recently. Kaiser Permanente received a Net Promoter Score of 28 points, 16 points higher than the industry average. This is the seventh consecutive year Kaiser Permanente has led the health plan segment.

Consumers cited positive aspects of the entire health care experience when sharing about their interactions with the Kaiser Permanente health plans, giving the company the highest scores in the industry on key measures, including “acts in my best interest,” “my policy gives me peace of mind” and “treats customers fairly.”

“We are proud to be recognized for our high-quality care and service year after year by consumers across the country,” said Arthur M. Southam, MD, executive vice president, Health Plan Operations for Kaiser Permanente. “Kaiser Permanente’s distinctive care and coverage together model enables us to provide a personalized, convenient and seamless experience. It is one reason why our members continue to choose — and stay with — us.”

Kaiser Permanente joins satisfaction leaders in other industries including Amazon.com, Costco, Apple, Virgin America, Ritz Carlton and USAA (United Services Automobile Association). The Satmetrix Net Promoter Benchmarks are based on survey responses from more than 20,000 U.S. consumers nationwide who rated their experience with the primary brands they use.

The Net Promoter Score, or NPS®, for each brand is based on customers’ likelihood to recommend the company’s product or service in the sector being rated. NPS is calculated as the percentage of customers who are “promoters,” rating the company 9 or 10 on a 0-10 point scale, minus the percentage who are “detractors,” rating 6 or lower.

Consumers also rated each brand on various aspects of their experience, including product or service features, customer service and overall value, enabling Satmetrix to identify the key drivers of loyalty and recommendation. The Satmetrix benchmarks include a detailed look at loyalty drivers tailored to each specific sector, providing a rich view for companies to examine key performance measures against their peers.

This Satmetrix consumer loyalty ranking is the most recent in a string of accolades for quality and service earned by Kaiser Permanente hospitals and health plans. In the past year:

  • Kaiser Permanente commercial health plans received No. 1 rankings for 2016 in 21 effectiveness-of-care measures, far more than any other health plan in the nation, according to the National Committee for Quality Assurance’s Quality Compass® dataset.
  • Kaiser Permanente was rated by the National Committee for Quality Assurance as having the highest (or tied for the highest) rated commercial and Medicare health plans in all the markets it serves for 2016–17.
  • For the seventh year in a row, Kaiser Permanente earned the Pharmacy Quality Alliance’s Excellence in Quality Award for high achievement in medication safety and appropriate use.